DUTIES & RESPONSIBILITIES:

Process Improvement

• Provides support and assistance for all Improvement initiatives for Operations.
• Generate periodic analysis of the performance & determine the factors that contributed to its success/failure on a real-time perspective.
• Designs and implements reports to establish patterns and trends of issues as they may arise.
• Administers and exemplifies the Perfect Experience characteristics in the call center.
• Partners with Learning & Development to enhance Operations? Soft Skills.
• Other tasks may be assigned, based on the discretion of the team, management and clients (e.g. Feedback, Letters, Spot-checks, etc.)

Customer Experience:

• Review the VOC tool daily to retrieve survey responses in the reports
• Capture and understand customer demand types and trends
• Analyze root cause, generate insights and trends
• Identify friction points/ prevention opportunities
• Recommend actions for internal and external stakeholders

• Complete the report and submit to Operations daily, weekly and monthly.
• Conducts coaching, huddles and refresher training as deemed necessary.

Project Management

• Assists in scoping, execution and measures project impact
• Coordinate with all groups involved in the projects (Managers, Leaders, SMEs, Associates, etc.)

Work At Home Responsibilities

• Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures
• Be familiar with and abide by all client security policies and procedures required to protect customer data
• Maintain the security of the home work environment and protect the Sagility-provided assets, client system and data
• Ensure that all security related incidents are reported
• Shall work on the same internet connection that was tested during setup process. If changes are made to the current internet connection or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the connection to ensure the requirements are met.
• Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

Communication Skills (Spoken) Communication Skills (Written) Computer Literacy (MS Office Applications ? Excel and PowerPoint) Sense of Urgency Passion for Excellence Working in Teams/Interpersonal Skills Planning and Organizing Product Knowledge Analytical Skills

With Expert Competency Level in ff.:

Problem Solving Process Improvement